The Communication Innovation That’s Transforming Banking Customer Experience

In a landscape where 42% of consumers say they would only call their bank as a last resort, and digital-only banks are topping customer satisfaction lists, the traditional approach to customer communication is no longer sufficient. Financial institutions that fail to adapt their communication strategies risk losing customers to more personalized, digitally-native competitors. (crif)

The Trust Crisis in Modern Banking

The data paints a stark picture of the current banking environment:

• 61% of consumers prioritize trustworthy information over service speed or convenience (The Financial Brand)
• 24% of customers now choose not to tell anyone about negative experiences, representing a 6.3 percentage point increase since 2021 (The Financial Brand)
• 45% of negative banking experiences stem from poor communication (The Financial Brand)
• 70% of consumers expect personalized advice from their banks (Latinia)

This “silent exodus” means banks are losing customers without ever knowing why, making proactive, personalized communication more critical than ever.

The Personalized Video Solution

Mediawide’s Personalized Video Platform addresses these challenges head-on by transforming how banks communicate with their customers. Here’s the compelling evidence:

Proven Engagement Results

• 106% increase in email open rates and 1,100% uplift in click-through rates when Barclays implemented personalized video for personal lending campaigns (Idomoo)
• BBVA achieved a 2x increase in email open rates and 78% increase in long-term savings using personalized video for pension and digital banking adoption (Idomoo)
• TCS clients report 96% increase in click-through rates on offers sent via personalized video messaging (TCS)

Customer Experience Impact

• 550% increase in savings contributions reported by financial institutions using personalized video (Sundaysky)
• 48-point increase in Net Promoter Score (NPS) from banks implementing video personalization (Sundaysky)
• 29% increase in digital tool adoption through personalized video onboarding (Sundaysky)
• 30% reduction in customer service queries related to charges and complex financial products (TCS)

Why Video Personalization Works in Banking

The research is unequivocal about video’s effectiveness in financial services:

• 73% of consumers prefer learning about products and services through video (Firework)
• 95% of information is retained when delivered via video versus just 10% through text (Firework)
• Videos are 85% more memorable than text-based content (Fable Studios)
• 56% of consumers report that video played an important role when purchasing financial or investment products (Brightcove)

For complex financial products like mortgages, insurance policies, and investment portfolios, video simplifies understanding while building the personal connection that 91% of customers emphasize as crucial when selecting a bank. (Latinia)

Addressing Modern Banking Challenges

1. Building Trust Through Transparency
With only 26% of customers satisfied with AI-powered chatbots compared to 66% satisfied with human-connected chat technology, personalized video bridges the gap by delivering human-like, relevant communication at scale. (Latinia)

2. Competing with Digital-First Challengers
While 57% of banking executives see attracting Gen Z as their biggest challenge, personalized video addresses the 49% of Gen Z consumers who want tailored support for financial goals and 48% who seek better spending management tools. (Tink)

3. Reducing Customer Acquisition Costs
Traditional lead generation is expensive and ineffective. Banks using personalized video report:

• 25% reduction in customer churn within the first month for credit card inquiries (Aivanta)
• 18-point improvement in NPS for mortgage lead follow-ups (Aivanta)
• 30% increase in renewal rates for insurance providers using multilingual personalized videos (Aivanta)

The Competitive Advantage

In an industry where customer experience quality has dropped significantly and traditional banks struggle to compete with fintech innovation, personalized video provides a clear differentiator: (Forrester)

• Higher engagement rates than any other communication medium
• Improved customer understanding of complex financial products
• Enhanced trust through transparent, personalized communication
• Scalable solution that maintains human connection

Next Steps

The question isn’t whether personalized video will transform banking communication—it’s whether your institution will lead or follow this transformation.

We’d like to show you exactly how you could achieve similar results. Our team can create a personalized demo showing:

• Specific use cases for your customer segments
• Integration capabilities with your existing technology stack
• ROI projections based on your current communication metrics

Click the button above to schedule a 30-minute consultation where we’ll demonstrate the Mediawide platform using your actual customer scenarios and show you the measurable impact personalized video could have on your customer engagement, retention, and growth metrics.